The use of digital channels to create customer relationships

International Journal of Internet Marketing and Advertising

Volumn 6, Issue 1, 2010, Pages 1-21

  Heinonen, Kristina ^a   Michelsson, Thomas ^b  

^a HANKEN SCHOOL OF ECONOMICS   (Finland)

^b CERS Centre for Relationship Marketing and Service Management   (Finland)

Author keywords

Customer relationships; Customer company interaction; Digital channels; E mail; Internet marketing; Mobile

Indexed keywords

EID: 77957061328     PISSN: 14775212     EISSN: 17418100     Source Type: Journal    
DOI: 10.1504/IJIMA.2010.030430     Document Type: Article

References (68)

1. Åkerlund, H. (2004) 'Fading customer relationship', Doctoral Thesis No. 132, Helsinki: Swedish School of Economics and Business Administration.
2. Al-Mudimigh, A. S. (2007) 'E-business strategy in an online banking services: a case study', Journal of Internet Banking and Commerce, Vol. 12, No. 1, pp. 1-8.
3. Antikainen, M. (2007) 'The attraction of company online communities: a multiple case study', Doctoral Dissertation 1209, Tampere.
4. Art, M. M. (2003) 'Consumers online: the role of the internet in the purchase process', Limra's MarketFacts Quarterly, Vol. 22, Fall, No. 4.
5. Balasubramanian, S., Konana, P. and Menon, N. M. (2003) 'Customer satisfaction in virtual environments: a study of online investing', Management Science, Vol. 49, No. 7, p. 871.
6. Bansal, H. S., Taylor, S. F. and St. James, Y. (2005) '"Migrating" to new service providers: toward a unifying framework of consumers' switching behaviors', Journal of Academy of Marketing Science, Vol. 33, No. 1, pp. 96-115.
7. Burgess, S. and Karanasios, S. (2008) 'Electronic commerce and Business-to-Consumer (B2C) relations', Journal of Electronic Commerce in Organizations, Vol. 6, No. 4, pp. 1-7.
8. Burke, R. R. (2002) 'Technology and the customer interface: what consumers want in the physical and virtual store', Journal of the Academy of Marketing Science, Fall, Vol. 30, No. 4, p. 411.
9. Caballero, M. and Resnik, A. J. (1986) 'The attraction paradigm in dyadic exchange', Psychology & Marketing, Spring, Vol. 3, No. 1, pp. 17-34.
10. Chen, Z. and Dubinsky, A. J. (2003) 'A conceptual model of perceived customer value in e-commerce: a preliminary investigation', Psychology & Marketing, Vol. 20, No. 4, pp. 323-347. (Pubitemid 38613738)
11. Colgate, M., Buchanan-Oliver, M. and Elmsly, R. (2005) 'Relationship benefits in an internet environment', Managing Service Quality, Vol. 15, No. 5.
12. Colgate, M. and Hedge, R. (2001) 'An investigation into the switching process in retail banking services', International Journal of Bank Marketing, Vol. 19, No. 5, pp. 201-212.
13. Curran, J. M. and Meuter, M. L. (2005) 'Self-service technology adoption: comparing three technologies', Journal of Services Marketing, Vol. 19, No. 3, pp. 103-113.
14. Dabholkar, P. A. (1996) 'Consumer evaluations of new technology-based self-service options: an investigation of alternative models of service quality', International Journal of Research in Marketing, Vol. 13, pp. 29-51.
15. Danaher, P. J., Conroy, D. M. and McColl-Kennedy, J. R. (2008) 'Who wants a relationship anyway? Conditions when consumers expect a relationship with their service provider', Journal of Service Research, Vol. 11, No. 1, pp. 43-62.
16. Dubois, A. and Gadde, L-E. (2002) 'Systematic combining: an abductive approach to case research', Journal of Business Research, Vol. 55, pp. 553-560.
17. Durden, G., Orsman, T. and Michell, P. C. N. (1997) 'Commonalities in the reasons for switching advertising agencies: evidence from New Zealand', International Journal of Advertising, Vol. 16, No. 1, pp. 62-69.
18. Edvardsson, B., Holmlund, M. and Strandvik, T. (2008) 'Initiation of business relationships in service-dominant settings', Industrial Marketing Management, Vol. 37, pp. 339-350.
19. Farquhar, J. and Rowley, J. (2006) 'Relationships and online consumer communities', Business Process Management Journal, Vol. 12, No. 2, pp. 162-177.
20. Fillis, I. and Wagner, B. (2005) 'E-business development: an exploratory investigation of the small firm', International Small Business Journal, Vol. 23, No. 6, pp. 604-634.
21. Fink, R. (2008) 'Descriptive models of customer-supplier relationships in the electronics manufacturing industry', Journal of Relationship Marketing, Vol. 7, No. 2, pp. 177-196.
22. Fruchter, G. E. and Sigué, S. P. (2005) 'Transactions vs. relationships: what should the company emphasize?', Journal of Service Research, August, Vol. 8, No. 1, pp. 18-36.
23. Garland, R. (2002) 'Estimating customer defection in personal retail banking', International Journal of Bank Marketing, Vol. 20, No. 7, pp. 317-324.
24. Gefen, D. (2002) 'Customer loyalty in ecommerce', Journal of the Association for Information Systems, Vol. 3, pp. 27-51.
25. Grönroos, C. (2007) Service Management and Marketing. Customer Management in Service Competition, Chichester, UK: John Wiley & Co.
26. Grönroos, C. (2008) 'Service logic revisited: who creates value? And who co-creates?', European Business Review, Vol. 20, No. 4, pp. 298-314.
27. Halinen, A. and Tähtinen, J. (2002) 'A process theory of relationship ending', International Journal of Service Industry Management, Vol. 13, No. 2, pp. 163-180.
28. Hedaa, L. (1996) 'Customer acquisition in sticky business markets', International Business Review, Vol. 5, No. 5, pp. 509-530.
29. Heinonen, K. (2004) 'Reconceptualizing customer perceived value - the value of time and place', Managing Service Quality, Vol. 14, Nos. 2-3, pp. 205-215.
30. Heinonen, K. (2006) 'Temporal and spatial e-service value', International Journal of Service Industry Management, Vol. 17, No. 4, pp. 380-400.
31. Heinonen, K. (2008) 'The role of digital service encounters on customers' perceptions of companies', Journal of Electronic Commerce in Organizations, Vol. 6, No. 2, pp. 1-10.
32. Heinonen, K. (2009) 'The influence of customer activity on e-service value-in-use', Int. J. Electronic Business, Vol. 7, No. 2, pp. 190-214.
33. Jayawardhena, C., Wright, L. T. and Masterson, R. (2003) 'An investigation of online consumer purchasing', Qualitative Market Research, Vol. 6, No. 1, p. 58.
34. Kaynama, S. A. and Black, C. I. (2000) 'A proposal to assess the service quality of online travel agencies: an exploratory study', Journal of Professional Services Marketing, Vol. 21, No. 1, pp. 63-88.
35. Kearns, R. and Hair, N. (2008) 'Consumer perceptions of business-to-consumer relationships in electronic retail environments: a means-end chain approach', Journal of Relationship Marketing, Vol. 7, No. 1, pp. 5-27.
36. Keaveney, S. and Parthasarathy, M. (2001) 'Customer switching behavior in online services: an exploratory study of the role of selected attitudinal, behavioral, and demographic factors', Journal of the Academy of Marketing Science, Vol. 29, No. 4, pp. 374-391.
37. Keaveney, S. M. (1995) 'Customer switching behavior in service industries: an exploratory study', Journal of Marketing, Vol. 59, No. 2, pp. 71-83.
38. Kovács, G. and Spens, K. M. (2005) 'Abductive reasoning in logistics research', International Journal of Physical Distribution & Logistics Management, Vol. 35, No. 2, pp. 132-144.
39. Lee, S. C. and Park, J. (2006) 'An interface specification method for e-business applications', Int. J. Electronic Business, Vol. 4, No. 6, pp. 516-536.
40. Li, Y. N., Tan, K. C. and Xie, M. (2002) 'Measuring web-based service quality', Total Quality Management, Vol. 13, No. 5, pp. 685-700.
41. Li, Y. N., Tan, K. C. and Xie, M. (2003) 'Factor analysis of service quality dimensions shifts in the information age', Managing Auditing Journal, Vol. 18, No. 4, pp. 297-302.
42. Liljander, V. and Strandvik, T. (1995) 'The nature of customer relationships in services', in T. A. Swartz, D. E. Bowen and S. W. Brown (Eds.) Advances in Services Marketing and Management, London: JAI Press Inc., Vol. 4, pp. 141-167.
43. Liljander, V., Van Riel, A. C. R. and Pura, M. (2002) 'Customer satisfaction with e-services: the case of an online recruitment portal', in M. Bruhn and B. Stauss (Eds.) Yearbook of Service Management, Electronic Services, Gabler, pp. 407-432.
44. Lin, C-H., Sher, P. J. and Shih, H-Y. (2005) 'Past progress and future directions in conceptualizing customer perceived value', International Journal of Service Industry Management, Vol. 16, No. 4, pp. 318-336.
45. Massad, N., Heckman, R. and Crowston, K. (2006) 'Customer satisfaction with electronic service encounters', Int. J. Electronic Commerce, Armonk, Summer, Vol. 10, No. 4, pp. 73-104.
46. Mathwick, C., Malhotra, N. K. and Rigdon, E. (2001) 'Experiential value: conceptualization, measurement and application in the catalog and internet shopping environment', Journal of Retailing, Vol. 77, No. 1, pp. 39-56.
47. Mathwick, C., Malhotra, N. K. and Rigdon, E. (2002) 'The effect of dynamic retail experiences on experiential perceptions of value: an internet and catalog comparison', Journal of Retailing, Vol. 78, No. 1, pp. 51-60.
48. McKnight, H. and Chervany, N. L. D. (2001) 'What trust means in e-commerce customer relationships: an interdisciplinary conceptual typology', Int. J. Electronic Commerce, Vol. 6, No. 2, pp. 35-59.
49. Meuter, M. L., Bitner, M. J., Ostrom, A. L., Roundtree, R. I. and Brown, S. W. (2005) 'Choosing among alternative service delivery modes. An investigation of customer trial of self-service technologies', Journal of Marketing, Vol. 69, No. 2, pp. 61-83.
50. Meuter, M. L., Ostrom, A. L., Roundtree, R. I. and Bitner, M. J. (2000) 'Self-service technologies: understanding customer satisfaction with technology-based service encounters', Journal of Marketing, July, Vol. 64, No. 3, pp. 50-64.
51. N'Da, K., Bergeron, F. and Raymond, L. (2008) 'Achieving advantages from business-to-business electronic commerce: an empirical validation of an integrative framework', Int. J. Electronic Business, Vol. 6, No. 5, pp. 516-549.
52. Ozdemir, Z. D. (2007) 'Optimal multi-channel delivery of expertise: an economic analysis', Int. J. Electronic Commerce, Vol. 11, No. 3, pp. 89-105.
53. Palmer, A. and Koenig-Lewis, N. (2008) 'Experiential bases for relationship development: a study of alumni relationships', Journal of Relationship Marketing, Vol. 7, No. 1, pp. 65-90.
54. Parasuraman, A., Zeithaml, V. A. and Malhotra, A. (2005) 'E-S-QUAL: a multiple-item scale for assessing electronic service quality', Journal of Service Research, Vol. 7, No. 3, pp. 213-233.
55. Reibstein, D. J. (2002) 'What attracts customers to online stores, and what keeps them coming back?', Journal of the Academy of Marketing Science, Fall, Vol. 30, No. 4, pp. 465-473.
56. Roos, I. (1999) 'Switching processes in customer relationships', Journal of Service Research, Vol. 2, No. 1, pp. 68-85.
57. Santos, J. (2003) 'E-service quality: a model of virtual service quality dimensions', Managing Service Quality, Vol. 13, No. 3, pp. 233-246.
58. Seethamraju, R. (2006) 'Impact of e-commerce on business process redesign and integration', Int. J. Electronic Business, Vol. 4, No. 5, pp. 380-400.
59. Smith, A. D. and Rupp, W. T. (2003) 'Strategic online customer decision making: leveraging the transformational power of the internet', Online Information Review, Vol. 27, No. 6, pp. 418-432.
60. Styles, C. and Hersch, L. (2005) 'Relationship formation in international joint ventures: insights from Australasian-Malaysian international joint ventures', Journal of International Marketing Theory and Practice, Vol. 3, No. 2, pp. 28-36.
61. Szmigin, I., Canning, L. and Reppel, A. E. (2005) 'Online community: enhancing the relationship marketing concept through customer bonding', International Journal of Service Industry Management, Vol. 16, No. 5, pp. 480-496.
62. Tähtinen, J. and Vaaland, T. I. (2006) 'Business relationships facing the end: why restore them?', Journal of Business & Industrial Marketing, Vol. 21, No. 1, pp. 14-23.
63. Vargo, S. L. and Lusch, R. F. (2008) 'From goods to service (s): divergences and convergences of logics', Industrial Marketing Management, Vol. 37, pp. 254-259.
64. Vatanasombut, B., Stylianou, A. C. and Igbaria, M. (2004) 'How to retain online customers, association for computing machinery', Communications of the ACM, New York: Vol. 47, No. 6, pp. 65-69.
65. Yanamandram, V. and White, L. (2006) 'Switching barriers in B2B services: a qualitative study', International Journal of Service Industry Management, Vol. 17, No. 2, pp. 158-192.
66. Yang, Z. and Jun, M. (2002) 'Consumer perception of e-service quality: from internet purchaser and non-purchaser perspectives', Journal of Business Strategies, Vol. 19, No. 1, pp. 19-41.
67. Zeithaml, V. A., Parasuraman, A. and Malhotra, A. (2002) 'Service quality delivery through web sites: a critical review of extant knowledge', Journal of Academy of Marketing Science, Vol. 30, No. 4, pp. 362-375.
68. Zhuang, Y., Lederer, A. L. and Childers, T. L. (2006) 'Generic strategies for business-to-consumer e-commerce', Int. J. Electronic Business, Vol. 4, No. 6, pp. 445-462.